Premier Service Desk Associate

About the Role

The GCS Premier Service Desk Associate delivers elevated customer experience for strategic and contractual customers requiring enhanced service delivery, customer-specific workflows, specialized support processes, and increased operational oversight. This role serves as a primary support resource for assigned Premier accounts, managing service requests, supply orders, technical inquiries, and customer communications while ensuring adherence to customer-specific requirements and contractual service commitments. Premier Associates are expected to develop and maintain working knowledge of assigned customer environments, device fleets, business operations, support requirements, communication protocols, and service expectations. Through a combination of technical troubleshooting, proactive account management, customer advocacy, and coordination with internal support teams, the Premier Service Desk Associate ensures consistent, personalized, and high-quality support experience while meeting service level and operational performance objectives.

Key Responsibilities

• Support assigned Premier customers by following customer-specific processes, workflows, communication protocols, escalation procedures, and system requirements.
• Develop and maintain working knowledge of assigned customer environments, device fleets, business operations, service commitments, support requirements, and customer expectations.
• Manage customer interactions including service requests, supply orders, technical inquiries, and operational requests through multiple support channels.
• Verify customer information, device details, entitlement status, service eligibility, and applicable customer-specific support requirements.
• Document customer interactions, troubleshooting activities, findings, and resolution details within designated systems and customer-required platforms.
• Utilize technical documentation, knowledge articles, training materials, diagnostic tools, and support applications to investigate and resolve customer concerns.
• Resolve common printing, scanning, connectivity, software, and device functionality issues using established troubleshooting procedures and available support resources.
• Process supply and materials requests in accordance with established operational processes and customer-specific requirements.
• Monitor assigned customer requests and provide timely follow-up communication regarding status, next steps, and resolution activities.
• Maintain ownership of customer requests through resolution or successful transition to the appropriate support organization.
• Ensure tasks are in compliance with contractual obligations, Service Level Agreements (SLAs), customer-specific performance requirements, and support expectations.
• Identify and escalate risks impacting customer experience, service delivery, or contractual obligations.
• Apply active listening skills to understand customer needs and determine the most appropriate course of action based on account-specific requirements.
• Communicate professionally and effectively with customers while delivering a consistent, personalized, and high-quality support experience.
• Balance support responsibilities across Premier and standard Service Desk customers while maintaining service quality and performance expectations.
• Participate in learning and development activities and apply acquired knowledge to improve customer experience and operational effectiveness.
• Complete projects and tasks as assigned by management.
• Obtain and maintain customer-required system access, credentials, and certifications necessary to support assigned accounts within established timeframes.
• Comply with all customer and Konica Minolta security, privacy, and access management policies.
• Utilize personal cellular device for required authentication applications or activation codes.

Qualifications

• Excellent verbal and written communication skills.
• Good customer service and interpersonal skills.
• Knowledge of systems and applications used to support a Service Desk center environment.
• Ability to perform routine troubleshooting using established procedures.
• Ability to manage customer-specific workflows, requirements, and contractual commitments across multiple assigned accounts.
• Working knowledge of print devices, networking and solutions.
• Strong critical thinking, analytical and documentation skills.
• Working knowledge of Microsoft Office applications.
• Positive attitude and ability to work collaboratively within a team environment.
• Ability to adapt to changing business requirements, customer environments, and operational processes.
• Successful completion of internal Konica Minolta certifications within the specified timeframe required.
• Occasional travel may be required.
• High School Diploma or equivalent required.
• Minimum three years of customer service, call center, service desk, help desk, or technical support experience preferred.
• ServiceNow, CXOne, SAP experience preferred.
• Experience supporting business equipment or office technology preferred.
• CompTIA A+ preferred.

Physical Requirements

• This position requires sitting at a desk with a computer monitor for several hours at one time.
• The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.
• Suitable dedicated remote work environment.